Technical Customer Care Specialist II

About This Role

Provide technical customer support for Dealer.com products and services, engaging with customers to ensure satisfaction and resolve technical and procedural difficulties. This role involves troubleshooting, training, and liaising with internal teams.

Responsibilities

• Handle incoming Dealer.com technical support customer requests escalated by front-line support
• Serve as a customer care agent for an assigned customer base or product area
• Respond to customer inquiries received via telephone or online
• Answer routine to moderately complex questions, following established procedures
• Research and troubleshoot customer requests, analyze needs, and determine problem source
• Resolve issues where possible or refer difficult and complex issues to internal technical experts or management
• Document and report on customer inquiries, status, and resolution
• Follow up with customers on issue status and resolution to ensure ongoing high levels of satisfaction
• Build working relationships with customer representatives and with cross-functional teams

Requirements

• High School Diploma/GED and 3 years experience OR Any level degree or certification beyond HSD/GED and 1 year experience OR 5 years experience
• Ability to work flexible work hours/schedule
• Able to work independently and as a team
• Strong problem-solving capabilities
• Strong technical troubleshooting skills
• Excellent communication skills (verbal and written), with strong interpersonal skills and attention to detail
• Authorized to work in the United States for any employer without current or future sponsorship

Qualifications

• High School Diploma/GED or any level degree/certification beyond HSD/GED
• 3 years experience with HSD/GED OR 1 year experience with degree/certification OR 5 years experience without HSD/GED

Nice to Have

• Experience troubleshooting HTML and CSS issues including layout, styling, and cross-browser compatibility
• Experience implementing diverse troubleshooting methodologies to diagnose and resolve complex technical website issues
• Ability to analyze data discrepancies and perform root cause analysis
• Displays strong dependability and reliability
• Ability to handle multiple competing priorities and deliver results in a fast-paced environment
• CRM case logging/Salesforce experience
• Experience with interaction distribution systems such as Genesys Pure Cloud

Skills

* Required skills

Benefits